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Key Responsibilities
The Director, Technical Services EMEA leads the regional service delivery organisation for Everpure’s Technical Service support with end‑to‑end accountability for outcomes across the EMEA region.
This role will be responsible for the EMEA Technical Support Teams for but not restricted to the Flasharray customer solutions and then there is potential to change to leading the Business Critical Support operation and Technical Account Manager roles, providing leadership on strategy, people, process and tooling. The director turns high‑risk technical incidents and complex customer environments into consistent, predictable service delivery, partnering closely with Customer Advocacy, Escalations Engineering, Professional Services and Sales.
Strategic leadership and governance Define and execute the EMEA Technical Services strategy in alignment with global CX and GTS goals Set and maintain regional operating standards for Support engagement, case ownership, escalation handling and change execution Own regional success metrics for service quality, including CSAT, SLA adherence, backlog health and escalation hygiene Represent EMEA Technical Services in global forums and QBRs, translating field reality into actionable priorities People leadership and organisation Lead a team of managers and senior individual contributors across multiple EMEA locations Own workforce planning, headcount and skill mix for the EMEA TSE / DSE organisation, including hiring, onboarding and rotations Build progression paths, coaching programmes and certification plans that grow senior technical and leadership capability Foster a calm, fact‑driven culture that performs well under pressure and supports healthy work patterns in a 24x7 environment Operational excellence Ensure consistent execution of Plan of Action (PoA) standards, handover quality and case documentation across the region Drive disciplined triage and escalation practices that are transparent, auditable and efficient Oversee hotlist and Sev1 handling in EMEA, including GEO handovers, resource assignment and executive communications Partner with WFM, logistics and Service Logistics to maintain site resilience, follow‑the‑sun coverage and scalable operations Customer leadership Act as senior technical services leader for top strategic and Reserve accounts in EMEA, including banks, government, healthcare and critical infrastructure customers Participate in Executive Briefings, QBRs and incident reviews, clearly framing technical risk, options and recommendations Sponsor corrective action and remediation plans when service issues arise, ensuring clear owner, timeline and follow‑through Build trusted relationships with customer executives and partners based on honesty, predictability and strong delivery Cross‑functional collaboration Work closely with Customer Advocacy on systemic issues, CAP accounts and Mass Remediation Programs that affect EMEA customers Partner with Escalations Engineering and Product to ensure systemic defects and design issues are understood, prioritised and communicated back into the field Collaborate with Professional Services, Education (PEAK) and Customer Success to align on readiness, enablement and service design for new offers Contribute to and adopt global standards for severity, case routing, JIRA usage and knowledge management Tooling, process and continuous improvement Sponsor improvements to support tooling, telemetry and health checks that reduce time to triage and resolution Use data to identify patterns in incidents, missed SLAs and backlog, then drive focused improvement work with measurable outcomes Ensure DSE input is captured into KBs, runbooks and playbooks, and that these assets are kept current and usable Champion responsible use of AI and analytics within Technical Services to improve diagnosis, documentation and routing quality
We are primarily an in-office environment and therefore, you will be expected to work from the {{OFFICE_LOCATION}} office in compliance with Everpure's policies, unless you are on PTO, or work travel, or other approved leave.
Requirements
Bachelor’s degree in Computer Science, Engineering, Information Systems or a closely related technical field, or equivalent practical experience
Master’s degree (e.g. MSc in a technical discipline, or MBA with strong technical / services focus) is an advantage but not a requirement
In lieu of a formal degree, 15+ years of directly relevant experience in enterprise technical services, including substantial time in senior leadership, will be considered
Formal training and/or certification in IT service management (e.g. ITIL) strongly preferred
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